Joy's Furniture Gallery — Local services in Show Low

We went to Joy’s on Sept 30th to place an order for bedroom furniture.

At the time of purchase, they noted that the items would be into their store by October 15th. That did not happen. We were given a total of three new dates with no calls from Joy’s.

I phoned on Nov 18th and the items arrived that day, but they had not been “received” by the warehouse. I spoke to the warehouse and the items were scheduled to be delivered on 11/20.

We phoned mid to late morning on 11/20 to get a time when the furniture would be delivered. Joy’s mentioned that they discovered on 11/19 that the bed did not have the rails and that they had forgotten to order those. They never phoned to tell us about the rails.

We were upset because we had already been through changing dates and a general lack of interest on their part in finding out when our furniture would be in. We also discovered that it would take two weeks to get the correct rails.

We threatened to cancel the order and they called back in about 2 mins saying that they could send over a set of temp rails and we would still have to pay for the rails separately.

We wanted our furniture, so we signed off on the temp solution. The delivery guys arrived in the late afternoon.

One of the delivery guys phoned Joy’s to process our payment for the rails. He put the phone on speaker and the person he spoke with was extremely rude to him.

They picked up our old furniture and dropped off our new set. I went to put everything back together and our standard king sleep number bed would not fit. The distance of the side rails between the large square posts at the end of the footboard and headboard was 78.5 inches on one side and 78 5/8 inches on the other side.

A standard king bed (like ours) is 80 inches. I phoned Joy’s, spoke to someone, and explained what was happening. He blamed Ashley furniture for everything and then seemingly blamed us for not telling Joy’s that we have a Sleep Number Bed even though it is a standard king.

He kept detailing jury rig type solutions. I asked him if the permanent rails were longer than the ones he sent over as a temp solution and he kept saying no.

I told him repeatedly that the length of those rails was 78.5 inches therefore a standard king would not fit side rail to side rail between the headboard and footboard posts. The only spot where there was the distance was from the center panel of the footboard to center panel of the headboard. However, the width of that inset was only 72 inches because both the headboard and footboard had large square posts that measured about 8.5 inches across each of the four sides.

He kept insisting that a standard king box spring would fit. I could not make him understand that there was absolutely no way a standard king would fit since the length is 80 in., which is 1.5 in. longer than the length of the side rails.

He kept blaming Ashley and even us for not saying we have a standard king sleep number bed. I have never experienced such horrible customer service.

I had enough of the not accepting any blame by him and Joy’s and told him to send his delivery people back to my house to pick up the furniture and drop ours off then give us a full refund.

The delivery guys came back, and we tipped them a second time. They were the ONLY bright spot for the entire debacle.

Joy’s has a 2.6 out of 5 on Yelp. We had done business with Joy’s about four years ago and everything was fine, so we did not expect anything different. Because of the experience four years ago, I never bothered to check reviews.

However, read through the 1- and 2-star reviews and you will see a common thread of very poor customer service.

Joy’s is not the only game in town and nobody should have to put up with the horrible customer service they...

Do not order from here or the Ashley website. You will just get the run around and people who don’t care. We ordered furniture to have for when family was in town. Ashley.com didn’t give us a delivery date. I call the store and they say it’s scheduled for a Monday and I explain the situation. At that time, the owner was very nice and rescheduled to the Friday before. Fast forward a few weeks and I call to find out about the delivery because I haven’t heard anything. The worker says my furniture isn’t in and they can’t locate it. She is very rude and condescending. The manager Kyle informs me the same information and says that they don’t control anything because it’s Ashley online. I tell him that the sales associate told me to order online because she didn’t have the dimensions or measurements. We go back and forth and basically we find out we’re not getting our furniture on time. I email the owner and she goes back on what she says and is very rude in her email. Completely different tone than the first time I spoke with her. The furniture finally gets delivered to Joys, 4 days from the rescheduled delivery date and a day late from the original delivery date. When Joys brings the furniture here, our headboard is cracked. I refused the damaged item and ask for a refund. The manager calls me and says I shouldn’t have refused it and the delivery drivers shouldn’t have brought it back. I told him I was not accepting the item damaged and being responsible for it or the restocking fee. He tells me he can’t refund the item and I have to call Ashley. After 3 calls to Ashley, nobody can figure out what to do. I finally get a refund and they only refund $200 or the $499 plus tax that I actually spent. This place is an absolute joke. No customer service, nobody has answers to anything, it’s nobody’s fault, the sales associates are all rude. I’m never shopping here again. I’ll just drive to the valley and go to American Furniture Warehouse if I ever need any furniture again. The really sad part is I’m in an industry where I have a lot of clients who purchase furniture...

I ordered items in April with an expected delivery date in September. I understood the long wait time due to the pandemic. When my items finally arrived two weeks later than what I was first told, it appeared that someone made a mistake and ordered the wrong item. They first attempted to push the blame on me, the customer, saying that I ordered the wrong item. After I showed my order and verified that what I ordered and what they ordered were different. They, then found they had my initial order in stock. I believe due to their mistakes, it caused me to wait even longer for my items. On previous phone calls to coordinate delivery, they mentioned having to special order one piece and that was the piece that was holding up the entire order. Therefore, my delivery was set until September, even though it appears they had all the items in stock. Fast forward to today, I received an incomplete delivery, and now I will wait all the way into October to receive my items. Avoid ordering from this location at all costs. It shouldn't take 6 months to receive three couches that they obviously had in stocked the entire time.

Update 9/27/2021: Owner's response below shows lack of concern to provide any kind of customer amends. Instead of contacting me directly, he asks that I contact the same number again, which I've been doing for nearly 6 months. I have this number, I've talked to you all for far too long on so many separate days. He completely ignored the comment about his store INITIALLY BLAMING THE CUSTOMER FOR THEIR MISTAKE. This is the same thing I've heard for 6 months. What are you going to do to ensure this doesn't...